Intel Graphics option missing after Windows 10 update - screen ratio to monitor issue

[Natalka]

HP Notebook laptop 14-ck0517sa

Prod Spec: https://support.hp.com/gb-en/document/c06178864

I connect my laptop to a Sony TV to use as a 'monitor' / screen to watch on-demand channels.

It took a while to get the screen ratio correct when I first bought the laptop (laptop display on the big screen' is always cut off at the edges), but after every Windows update, the ratio would revert. Finally I found Intel Graphics settings (right click on homescreen where Display Settings and Personalise are) and could fix the issue.

After so many instances of updates reverting the display, I also set connection to a metered connection to prevent auto-updates knockig the screen out of whack.

Just recently I've had some streaming resolution issues on multiple services, and it's not the internet, so thought the laptop is long overdue some updates. Installed all outstanding Windows updates....and the screen ration is off again...AND the Intel Graphics option is missing that I sued to fix it previously.

Went onto HP support - tried downloading latest graphics card update - failed.

Went to HP site and looked for drivers for my laptop...well there are a LOT to choose from!

https://support.hp.com/gb-en/drivers/selfservice/hp-14-ck0000-laptop-pc/20395790/model/24434436?sku=...

Now I'm completey stumped as I'm not a tech person, and I can't just call an IT expert over to fix this, what with SARS-CoV2 restrictions.

I don't know to roll back a windows update (or whether I should), and I did check the graphics adaptor setings - and there's no roll back option there.

Please help!

[The_Fossette]

@Natalka,

I reviewed your post and I understand that you are facing issues with the display resolution on the external display.

Don’t worry, I assure you I will try my best to get this sorted.

What is the version of Windows installed on your computer?

Meanwhile, I recommend you uninstall the graphics driver from the device manager and then download and install the driver from the below link.

https://ftp.hp.com/pub/softpaq/sp96501-97000/sp96803.exe

Here is how it is done.

1. Type "Device Manager" into the search field to open the device manager console.
2. Expand the node that represents the type of device that you want to uninstall, right-click the device entry, and click Uninstall.
3. On the Confirm Device Removal dialog box, click OK to start the uninstall process.
4. When the uninstall process is complete, remove the device.

NOTE: On the Confirm Device Removal dialog box, click the Delete the driver software for this device option to delete the driver package that was used for the device.

Let me know how it goes and you have a great day!

P.S: Welcome to the HP Support Community 😊

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Natalka]

Thank you for your reply @The_Fossette.

I am running Windows 10 Home.

Version 2004

OS Build: 19041.329

Windows Feature Experience Pack: 120.2202.130.0

I followed the instructions, deleted the driver and reinstalled from your link...however I got a system message advising:

The driver is not supported on this OS version 10.0.19041.

[Echo_Lake]

@Natalka

I appreciate your efforts to try and resolve the issue. I would suggest performing system factory reset will put the computer back to the original factory settings in this way all corrupted and outdated software will be removed. 

While doing the recovery there is an option to backup your personal files. If you have not previously done one now is a good time. 

Restoring Files that were Backed Up Using HP Recovery Manager (Windows )You can also contact HP support for assistance. They can remotely access your system to help alleviate difficulties: www.hp.com/contacthp/

The HP Cloud Recovery Tool allows you to download recovery software to a USB drive. You can use the downloaded recovery image file in order to install the Windows operating system. 

• Click here: https://support.hp.com/in-en/document/c04758961#AbT3to perform System Recovery (Windows 10) 
• Click here: https://support.hp.com/in-en/document/c06162205 to Use the HP Cloud Recovery Tool (Windows 10)

Hope this helps! Keep me posted for further assistance.
Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[Natalka]

I will try that, but in the meantime what driver should I download please, so I can at least get the external display back?

However, I'm thinking if I do the reset, it'll put the old driver back, but then each time I turn the laptop on, it will want to run Windows updates until I lose the correct display again?

[The_Fossette]

@Natalka

Download and install the below driver and check if it helps.

https://ftp.hp.com/pub/softpaq/sp96501-97000/sp96803.exe

Let me know how it goes and you have a great day!

If you wish to show appreciation for my efforts, mark my post as Accept as Solution. Your feedback counts!

Cheers!

Stay Home – Stay Safe

[Natalka]

Thanks @The_Fossette.

Will this bring back the Intel Graphics option when I right-click on the home screen?

Should I delete the current driver again?

Is this a different display driver to the ones shown in the link?

https://support.hp.com/gb-en/drivers/selfservice/hp-14-ck0000-laptop-pc/20395790/model/24434436?sku=...

Intel High-Definition (HD) Graphics Driver (Windows 10 v2004) - doesn't work.

So I've installed Intel High-Definition (HD) Graphics Driver (Windows 10 v1909) - which hasn't solved the display size issue, but I have at least got the external display facility back.

Thank you 🙂

[The_Fossette]

@Natalka,

The latest Intel driver available from HP for your computer is for Windows version 1909. Once the Intel driver for version 2004 is released it will be updated on the HP website.

Cheers!

[Natalka]

Thank you for the prompt reply, however I'm not sure what your answer means as I have the version 1909, and version 2004 is already available as a driver. 

In the meantime, I have located where the Intel options are since the update - they have moved location in Windows.

[Echo_Lake]

@Natalka

Thank you for posting back. 

As your system pushing 2004 version update you can go ahead and install the latest version. 

Keep me posted!